Following the success of the UK Contact Centre Review 2024, this free contact centre industry benchmarking programme is being jointly run by the UK Contact Centre Forum and CGI. 

The aim for The UK Contact Centre Performance Review is to support raising standards within our industry by providing contact centre leaders with targeted insights on their contact centre operations across areas such as the customer, the employees, the operation and technology. This Performance Review is available to both UKCCF members and non-members as we want to maximise the impact that the programme has across our industry.

We will also be able to analyse data from 2024 and compare it to 2025, so that we can give a better view of contact centre performance over the last 12 months and highlight the changes within our industry.

What is being benchmarked?
We will be benchmarking centres in a number of different areas:

• Performance metrics – there are 14 different performance metrics that we will compare and contrast against your peers from Customer Satisfaction, First Contact Resolution, Quality, Employee Engagement, Abandon rates and Average Speed of Answer to name but a few.
• Operational insights – we will be comparing operational information such as Attrition, Salary, TL to advisor ratio’s.
• Channels and Technology being used by you and your peers today and plans to change this in the future.

The benefits of participating:
By participating you will receive:

• An independent and objective review of your performance, benchmarked against peers
• Insights on areas of focus and improvement
• A personalised report and feedback session where we will provide recommendations, and suggestions around the direction and structure of your continual service improvement activity.

The process:

• If you are interested in participating, click the button above and fill out the form.  This should be really easy to complete and will take you no more than 5-10 minutes.
• The form includes us asking for your 12 month average KPI data, we recommend you have your data to hand before starting the form. 
• You will then have up until the end of March 2025 to complete the form
• Once received, our partners CGI, will begin creating your personalised benchmarking report.
• UKCCF and CGI will hold a virtual feedback session to share the findings with you along with bespoke recommendations of areas you could look to focus on within the next 12 months. 

Register your interest at https://uk-ccf.co.uk/uk-contact-centre-performance-review-2025/